ShepHyken

MAY 28, 2023

Each week, I read many customer service and customer experience articles from various resources. Cramer sat down with Apple’s SVP of services Eddy Cue earlier Tuesday at the inaugural CNCB CEO Summit in Santa Barbara. My Comment: How do you improve the ratings your customers give you?

Customer Service 162

Customer Service Customer centricity B2C Government 162

ShepHyken

MARCH 2, 2020

Each week I read a number of customer service and customer experience articles from various resources. CX Is Broken: Five Takeaway’s From NTT Ltd’s 2020 Customer Experience Benchmarking Report by Stan Phelps. That’s one of the main takeaways from NTT Ltd’s Annual 2020 Customer Experience Benchmarking Report.

Customer Service 264

Customer Service Benchmark Surveys Customer Experience 264

Steve DiGioia

JANUARY 21, 2021

Being in the customer service and hospitality industries, we must plan for the day(s) when things don’t go as planned – because they WILL come. We can’t provide great service if we always think “everything will turn out perfectly as planned”. I’m no different. So, what tactics work for you? I understand.

Personalization 195

Personalization Customer Service Management 195

Beyond Philosophy

NOVEMBER 2, 2016

Yet, according to the New York Times , this is the way things are headed in the hospitality industry. Tisch Center for Hospitality and Tourism at New York University. Some hotels are also charging a bellhop fee for holding luggage or helping to carry bags — over and above the customary tip.

Advertising 419

Advertising Consulting Consulting Customer Experience 419

ShepHyken

SEPTEMBER 18, 2017

Each week I read a number of customer service articles from various online resources. 3 Techniques to Help you Really Understand your Customers by Shay Namdarian. My Comment: Let’s start this week’s top five with a short article that has three simple tips to help you better understand your customer.

Customer Service 205

Customer Service Customer centricity Customer Experience Management 205

ShepHyken

APRIL 8, 2019

Each week I read a number of customer service and customer experience articles from various resources. To Provide the Best Customer Experience, Be Proactive by Frank Konkel. NextGov) “Be where your customers are” and other helpful tips from customer experience professionals.

Customer Service 254

Customer Service Government Entertainment Healthcare 254

Bill Quiseng

APRIL 25, 2021

When first confronted with this pandemic we moved quickly to identify the high risks for our employees and our customers and then worked to define the action steps required to minimize those risks. As a direct result of the pandemic, customer expectations have changed dramatically. QUI Customer Experience Strategies from the Pandemic.

Customer Experience 190

Customer Experience Airlines Feedback Marketing 190

ShepHyken

APRIL 12, 2019

This week we feature an article by Joel Gottesman who shares tips to ensure that seasonal employees provide an excellent customer experience. Many of these employees were tasked with challenging customer-facing positions. Many of these employees were tasked with challenging customer-facing positions.

Customer Service 271

Customer Service Education Healthcare Customer centricity 271

Working Solutions

MARCH 6, 2023

If you’re in charge of customer service operations in the travel and hospitality industry, then you know that it can often be a struggle to keep your customers happy these days. Travelers expect exceptional customer care at every turn while they are traveling.

Customer Service 52

Customer Service Customer Care outsourcing Call Center 52

ShepHyken

OCTOBER 6, 2017

This week we feature an article by Pascal van Opzeeland that discusses how to handle difficult customers. Most of the time we encounter tricky service situations, we want to resolve them and restore the customer’s confidence in doing business with us. – Shep Hyken. I’m not just talking about the occasional angry customer.

Customer Service 319

Customer Service Personalization Customer Experience 319

The Petrova Experience

JULY 20, 2023

If you are a hospitality industry leader, or a leader in another business sector who has been reading about the industry, you have encountered some grim statistics. The hospitality industry faces real challenges. In fact, in 2021, the average employee turnover rate in the leisure and hospitality industry was 84.9%.

Customer centricity 40

Customer centricity Employee engagement Engineering Management 40

ShepHyken

APRIL 3, 2017

Each week I read a number of customer service articles from various online resources. Customer Service Track Shines at Social Media Marketing World by Dan Gingiss. In 2016, the conference organizers added a Customer Service track to the list of 20 or so other tracks. Do they have hotel experience?

Customer Service 192

Customer Service Marketing Personalization Customer Experience 192

CSM Magazine

FEBRUARY 1, 2024

Customer service is a broad term that covers a large number of tasks. As you tailor your CV to meet the needs of the customer service job you want, you should focus not only on the support skills you have to offer, but how they directly relate to the industry you want to work in.

Customer retention 52

Customer retention Education Self service Customer Service 52

JustCall

AUGUST 8, 2023

At the same time, the industry is anticipated to face a severe shortage of 9.9 If left untreated, the global healthcare industry will be staring down the barrels of an imminent crisis. Most importantly, conversational AI can personalize healthcare through data-backed, customized, and valuable insights. Let’s take a look.

Healthcare 52

Healthcare Consulting Consulting Education 52

JustCall

OCTOBER 16, 2023

Improving healthcare support is a priority for hospitals and healthcare institutions across the board. Increased digitization in healthcare only means that customers want instant, relevant, and convenient support, specifically for after-hours healthcare services. billion by 2030. However, it’s easier said than done.

Healthcare 52

Healthcare Interactive Voice Response Wait times Abandon Call 52

JustCall

AUGUST 8, 2023

In the last few years, artificial intelligence (AI) has taken over operations in several industries. In an industry that runs primarily on the manual skill of doctors, nurses, and other healthcare workers, AI technology has integrated seamlessly into crucial procedures to ensure scaling and optimization. Healthcare is not far behind.

Healthcare 52

Healthcare Chatbots Self service Consulting 52

Fonolo

MAY 31, 2022

All folks new to the contact center world have many steep learning curves to overcome—a big one is picking up on industry jargon. Occupancy Rate is the percentage of time agents spend handling customer inquiries versus time spent waiting for calls, sometimes called idle time. Occupancy vs Utilization. Understanding Occupancy Rate.

Agent burnout 81

Agent burnout Contact Center Average Handle Time Call Center 81

CSM Magazine

FEBRUARY 9, 2023

Who will my target customers be and how will I market to them? Knowing what similar listings are charging and what amenities they offer is essential for setting rates that will attract potential customers and help you turn a profit. Are they short-term or long-term?

Advertising 52

Advertising Marketing Customer Service 52

Inbenta

NOVEMBER 3, 2022

There’s no denying it: the healthcare industry is experiencing rapid changes and advancements in technology every year. Artificial intelligence (AI), Neuro-Symbolic AI , and Natural Language Processing (NLP) are just a few of the many innovations making their way into hospital systems, research labs, and doctor practices.

Healthcare 96

Healthcare Chatbots Morale Transportation 96

Beyond Philosophy

MARCH 6, 2017

When we meet new clients at our customer experience consultancy, they often tell us they create value for their customers by offering low prices. They think “value” means “price,” and they believe that customers want to save money more than anything else. The ‘destroying cluster’ lurks at the low end of customer emotions.

Consulting 298

Consulting Consulting Customer emotions Customer Experience 298

ShepHyken

AUGUST 11, 2017

This week we feature an article by Borge Hald who writes about the importance of being a customer obsessed company and how it is the key to success. We need to obsess about creating such an amazing customer experience that our customers will want to do business with us and nobody else. – Shep Hyken. Here are a few tips.

Customer centricity 233

Customer centricity Feedback B2C Customer Experience 233

Fonolo

MAY 31, 2022

All folks new to the contact center world have many steep learning curves to overcome—a big one is picking up on industry jargon. Occupancy Rate is the percentage of time agents spend handling customer inquiries versus time spent waiting for calls, sometimes called idle time. Occupancy vs Utilization. Understanding Occupancy Rate.

Agent burnout 67

Agent burnout Contact Center Average Handle Time Call Center 67

Hodusoft

APRIL 22, 2021

This outbreak has affected almost all the industries and healthcare is among one of them. The pandemic situation has changed the whole working system in this industry. As per a survey it was found that before the emergence of this deadly pandemic, about 11% of patients were using telehealth services.

Contact center software 52

Contact center software Healthcare Contact Center contact center solutions 52

ShepHyken

AUGUST 21, 2023

Each week, I read many customer service and customer experience articles from various resources. However, you don’t need to be Apple, Harley Davidson, or Mattel (Barbie) to create a cult within your industry. The Cult of the Customer is within reach of every business. Here are my top five picks from last week.

Customer Service 31

Customer Service B2B B2C Construction 31

Hodusoft

SEPTEMBER 30, 2021

Benefits of Contact Center Software for Healthcare Industry. According to Gartner , over 40% of customer service and support leaders experienced increased service contact volumes compared to original 2020 projections due to the pandemic. . The pandemic situation has changed the workings of the healthcare industry.

Contact center software 52

Contact center software Healthcare Contact Center contact center solutions 52

JustCall

OCTOBER 22, 2023

Such a trend is pushing this niche industry to grow at a CAGR of 19.9% Roadblocks to Healthcare Call Tracking and Management To truly appreciate the contributions of healthcare call center software, one has to understand the challenges of call tracking and management in the healthcare industry. for the forecast period of 2023-2033.

call center software 52

call center software Healthcare Call Center Interactive Voice Response 52

Nicereply

MARCH 23, 2021

Staying on top of new customer service trends can be exhausting. Having a well-rounded collection of sources can help your team identify new opportunities for improvement and up your customer service game. We’ve got quite a few friends in the customer service world who inspire us.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

CSM Magazine

MARCH 27, 2023

However, even a stunning venue can be overshadowed by subpar service staff. Here are some of the key reasons to invest in hiring highly trained and experienced staff: Increased Customer Satisfaction The first and most important benefit of having excellent staff members is increased customer satisfaction.

Personalization 52

Personalization Marketing Customer Service 52

Nicereply

MAY 25, 2021

How are other companies in our industry performing when it comes to customer satisfaction? This is where industry benchmarks come in. If you’re running a telecom company’s customer service department, your competition is consistently seeing very low scores across the board. Travel/Hospitality: High: 95%.

Benchmark 111

Benchmark Surveys Entertainment Customer effort 111

Customer Guru

JANUARY 16, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. We hope to inspire and guide more professionals in adopting and inculcating a customer-centric approach in their organizations.

Real estate 110

Real estate Customer centricity Management Customer Service 110

CX Global Media

JULY 8, 2019

During the past few decades in the industry I’ve come to rely on learning from some of the top industry experts to help guide my thinking and idea creation. And the way to reach more people than ever before is to take advantage of the same technologies that have turned our industry upside-down. I’m looking forward to it!

Contact Center 120

Contact Center Education Coaching B2B 120

ShepHyken

AUGUST 8, 2022

Each week I read many customer service and customer experience articles from various resources. The WOW Factor: How to Deliver an Amazing Customer Experience Every Time by Benny Marotta. My Comment: I love the idea of WOWING the customer. That said, you’ll enjoy this author’s version of how to WOW your customers.

Customer Service 59

Customer Service Customer retention Customer Experience Marketing 59

CSM Magazine

MAY 26, 2020

Steve DiGioia reveals his best strategies for winning back upset customers. Many service providers have lost sight of what really matters. It’s not the ROI, the seamless journey between touchpoints, or even the capacity to personalize the product or service we offer. My mission was to win back an upset customer.

Morale 59

Morale Personalization Customer Service Management 59

Fonolo

DECEMBER 4, 2019

Good customer service can be hard to find. Conversely, bad customer service is easy to spot and, when especially ugly, it can go viral. Everyone has been in a restaurant or service establishment where a crying baby or toddler has had a meltdown.

Customer Service 84

Customer Service Banking Call Center Management 84

C3Centricity

JANUARY 4, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Five Rules of Customer Observation for Greater Success. The 6 Best Ways to Show you Respect your Customers.

Customer centricity 62

Customer centricity Marketing Personalization Best practices 62

Interactions

MARCH 19, 2020

Businesses across industries are trying their best to keep their employees and customers calm, safe, and productive during these testing times. . Let’s consider the travel and hospitality industry, where customer experience is a key competitive differentiator. That is exactly what’s happening now. .

Customer Service 96

Customer Service Airlines Contact Center Customer effort 96

CSM Magazine

APRIL 23, 2020

Great service means great people. Steve DiGioia looks at the key traits you need to consider when hiring your ideal Customer Service Agent. But, as a service provider, we never truly know the applicant’s skill set until they’re hired and in contact with your precious customers. This is a dream hire.

Customer Service 52

Customer Service Morale Scripts Best practices 52